Firewall Support (on Call Support) Location: Vadodara, India Office Shift Time: US Shift time Number of Position: 05 This Position Firewall support Level 1 provides excellent customer service for a fast-paced multitasking service desk environment that supports remote access internet VPN products, managed security and network services, Software as a Service Products (SaaS), with high first call resolution. Responsibilities Phone/Chat/Email Support Apply handling processes consistently. Log and track all communications received into the ticketing system. Establish a quality working relationship with a variety of customers. Follow defined standards to resolve a specific set of problems. Follow defined standards to collect and follow up on escalated issues. Escalate issues within the defined standards. 2. Level I Support Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups. Troubleshoot and resolve hardware, software, and communications issues by interacting with application end users, application engineers, system engineers and hardware / software vendors. 3. Continuous Improvement Meet individual metrics for Level 1 Support Engineer Identify and suggest process improvements as they arise. Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements. 4. Technical Skills Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs. Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark) Effective interpersonal and consulting skills to be used to align customer needs to tactical and strategic solutions. Hands-on experience with Meraki and Fortinet firewalls . Ability to effectively collaborate in a dynamic team environment. Firewall Implementation and Support Installing Managed Network Solutions including Fortinet firewalls. Making changes to firewalls in support of customer’s needs. Solving technical customer issues around firewalls, filtering, IP Networking, Routing, VPNs, and application connectivity. Respond to firewall/network issues on a rotating on-call basis. This will, depending on the situation, may require work outside the traditional work hours, including weekends and holidays, and will require carrying and responding to a cell phone or other contact device, as determined by management. Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics. Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure. Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures. Deliver better than agreed customer SLAs. Firewall and VPN Management Perform incident, problem, and change management process for firewalls according to ITIL standards. Improve customer satisfaction metric, through stable transparent service Qualifications Provide excellent first line customer service. Respond to all chats, emails, and phone calls consistently. Enter all relevant data from customer contact channels into tracking system. Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management. Great interpersonal skills; superior customer service skills; excellent multi-channel communication skills. Works well under pressure with limited supervision while consistently displaying a professional demeanor. Ability to follow processes and escalate issues consistently. Resolve a variety of external technical requests including virtual private networks, protecting data integrity, and assisting the retail industry with the send/receive of proprietary data. Support the technical management team with call data analysis. Experienced in Windows operating systems. Familiar with TCP/IP and networking concepts. High level of ethics and integrity. Scheduling flexibility required. We are an Equal Opportunity Employer Show more Show less

Security Consultant (QSA) Location: India, Remote Shift Time: UK shift hours No of positions: 2 positions This Position As a Qualified Security Assessor (Sr. QSA) you will provide assessments and consulting to our clients. The Senior Security Consultant will focus their efforts on client-facing delivery of various security regulatory and best practice consulting engagements, including PCI DSS, Secure Software (SSF), PIN, 3DS, P2PE, and Card Production Assessments. You will manage your own book of work and be the master of your own work schedule to the degree that it coincides with your clients’ requirements (that have been assigned to you) and delivery times required. You will conduct remote assessment activities and travel to client locations which usually last anywhere from 3-5 days for on-site activities over a 3–5-month timeframe for a single engagement. You will be working on an average of 3-4 active projects at any given time. What you’ll do As a Qualified Security Assessor (QSA) you will provide assessments and consulting to our clients. The Senior Security Consultant will focus their efforts on client-facing delivery of various security regulatory and best practice consulting engagements, including PCI DSS, Secure Software (SSF), PIN, 3DS, P2PE, and Card Production Assessments. You will manage your own book of work and be the master of your own work schedule to the degree that it coincides with your clients’ requirements (that have been assigned to you) and delivery times required. You will conduct remote assessment activities and travel to client locations which usually last anywhere from 3-5 days for on-site activities over a 3–5-month timeframe for a single engagement. You will be working on an average of 3-4 active projects at any given time. Responsibilities Mandatory to have QSA certification with any one Technical Certification 1) CISM OR 2) CISSP Perform both consulting, advisory and assessment services. Must maintain relevant certification required by industry and complete relevant ongoing continuing education required by certifications. Provide competent and relevant cybersecurity, governance, compliance, risk, and auditing in the technical space in accordance with various regulations and standards. Provide engagement management and high-level project management for delivery of services to multiple client which have been assigned to you by management. Evaluate client compliance with regulations such as Payment Card Industry Data Security Standard (PCI DSS), ISO 27K series, NIST, or other compliance standards and frameworks. Conduct audits and risk assessment based on National Institute of Science (NIST) standards like NIST Risk Management Framework, NIST Cyber Security Framework, NIST Privacy Framework, and International Standards organization (ISO) frameworks for risk and cybersecurity. Consultative support with clients in using risk assessment and audit based on National Institute of Science (NIST) or ISO27002. Sharing your expertise with clients and colleagues to aid in making decisions on topics like strategy and scope as well as deep and highly technical projects like web application architecture and security. Providing clear, organized findings and recommendations to clients and tracking progress towards resolution and compliance. Producing detailed, high-quality reports for clients and industry third parties like payment card brands and the PCI Security Standards Council. Learning from our close-knit group of consultants as well as contributing your thoughts, tools, industry news or lessons learned. Working with clients to implement practices to produce secure applications and identify and eliminate security vulnerabilities. Working independently, undertaking information security engagements including working co-ordination and project management (client interaction, deliverables, work plans, escalation’s, etc.). Growing the business by identifying up-sells with existing and potential clients. Providing regular status reports on all projects assigned. Being a team player and having the capability to expand having the capability to expand/adapt your skills in a fast-paced ever-changing industry. Qualifications/ Experience Bachelor’s degree or similar, and/or at least seven (5) + years of experience in a consulting or audit role, alternatively have experience in Information Security or IT security. Have at least one industry-recognized professional certification from each list below: List A: (ISC)2 Certified Information System Security Professional (CISSP) ISACA Certified Information Security Manager (CISM) Certified ISO 27001 Lead Implementer List B: ISACA Certified Information Systems Auditor (CISA) Certified ISO 27001, Lead Auditor, Internal Auditor 1 IRCA ISMS Auditor or higher (e.g., Auditor/Lead Auditor, Principal Auditor) IIA Certified Internal Auditor (CIA) PCI DSS QSA certification beneficial (although not required, we will get you certified). Experience working in sectors such as retail, banking, fintech, software development (or any other industry where card payments are accepted). Strong understanding of IT infrastructure including applications, servers, databases, network devices and security solutions. Strong understanding of IT and security processes including change control, patch management, vulnerability management, configuration management, incident response etc. Experience with software development methodologies and practices. Virtualization experience beneficial. Cloud security (AWS, Oracle) experience beneficial. Understanding of regulatory requirements and compliance issues affecting clients related to privacy and data protection. VikingCloud is an equal opportunities employer. Show more Show less

Network Engineer (Firewall Engineer) Location: India Shift Hours: 7.30 pm to 4.30 am IST Full-Time or Contract: Fulltime This Position Network Engineer with 3 to 5 years of experience that has strong firewall, IP Networking and VPN skills. Candidates will be part of the VIKING CLOUD Engineering team completing customer implementations and providing ongoing customer support. They will need experience with Meraki and Fortinet firewalls (required) and other major firewalls including Checkpoint, Juniper, Cisco (preferred), and good customer relationship skills. Responsibilities Firewall Implementation and Support Installing VIKING CLOUD Managed Network Solutions including Fortinet firewalls. Making changes to VIKING CLOUD firewalls in support of customer’s needs. Solving technical customer issues in the area of firewalls, filtering, IP Networking, Routing, VPNs and application connectivity. Respond to firewall/network issues on a rotating on-call basis. This will, depending on the situation, may require work outside the traditional work hours, including weekends and holidays, and will require carrying and responding to a cell phone or other contact device, as determined by management. Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics. Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure. Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures. Deliver better than agreed customer SLAs. Firewall and VPN Management Perform incident, problem and change management process for firewalls according to ITIL standards. Improve customer satisfaction metric, through stable transparent service. Continuous Improvement: Assist in training and development of internal resources Create relevant documentation for new issues Assist in the development, approval and maintenance of knowledge base articles Qualifications 5+ years’ experience in Information Technology with specific knowledge in IT firewall, IP Networking and VPN. Hands-on experience with Meraki and Fortinet firewalls. Knowledge and experience with network protocols and concepts including: SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs. Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark) Effective interpersonal and consulting skills to be used to align customer needs to tactical and strategic solutions. Ability to effectively collaborate in a dynamic team environment. Strong written and verbal communication skills necessary for clear client communication, definition of scope, project deliverables, appropriate system documentation and client communication. Documentation (Excel & Visio) Must have professional demeanor and ability to prioritize and work in a fast-paced environment. Bachelor’s Degree in related field VikingCloud is an equal opportunities employer. Show more Show less

PCI Compliance Specialist Location: Vadodara Office Shift time: Rotational (any 5 days a week) Responsibilities Professionally and accurately provide support to our merchant customers via inbound and outbound calls, emails, and/or, web-chat communication methods. Educate callers of the importance of achieving and maintaining PCI-DSS Compliance and provide the appropriate level of assistance for each step of the process. Identify opportunities to promote Sysnet products and services and action appropriately. Provide excellent customer support and strive to achieve first call resolution by thoroughly and efficiently gathering the necessary information to fulfil the purpose of the call / chat / e-mail. Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner. Thoroughly and accurately log each call using the appropriate systems and guidelines. Properly manage call / chat metrics with respect to stated goals and Service Level Agreements. Undertake additional duties as necessary, based upon the needs of the business. Qualifications Minimum Graduate or equivalent 1 years’ experience in a customer service environment (preferably call centre environment) Excellent Communication Skills (Fluency in Verbal Communication - English) Proven experience of handling customer interactions through: Live chat platforms including managing concurrent conversations while maintaining response time and quality standards for Chats Call Lines while maintaining response time and quality standards for Calls Excellent telephone manner and related soft skills Strong attention to detail and ability to multi-task Proficient with computer and email use and functionality, and good exposure to MS Office Strong decision-making and problem-solving skills Ability to work flexible shifts while displaying impeccable schedule adherence A team player with a positive outlook and a passion for customer support We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.

Functional Training Specialist Location: Vadodara Office Number of Position: 1 Shift time: US shift time! Responsibilities Conduct onboarding training. Monitor and report on agents progress and performance throughout training. Collect and review feedback from surveys to improve future training. Deliver training sessions through various methods (in-person, online, blended learning) Provide one-on-one coaching to agents as needed. Design and develop training content by using presentation tools. Use and manage our learning management system. Facilitate upskilling or refresher sessions on various topics. Flexibility to learn and train out different partners specifics. When needed, retrieve calls from our call recording system and evaluate them using our call quality platform. Generate tickets to provide agents with access to systems. Use excel to track tasks and receive ongoing updates on task progress. Contribute to ad hoc projects as necessary. Qualifications Excellent organizational skills and ability to multitask. Excellent attention to details and continuous improvement mindset Excellent interpersonal and communication skills (be confident in both spoken and written communication) Flexibility – be able to adapt to varying and changing demands IT proficiency – experience in working with MS Office Applications (e.g. Outlook, Excel, Word and PowerPoint). Initiative & Team Player – Energetic self-starter with a positive attitude and excel in customer service skills Ability to /Experience in linking training to quality We are an Equal Opportunity Employer

As a PCI Compliance Specialist working at our Vadodara Office, you will be responsible for providing professional and accurate support to our merchant customers through inbound and outbound calls, emails, and web-chat communication methods. Your role will involve educating callers on the significance of achieving and maintaining PCI-DSS Compliance and offering the necessary assistance at each stage of the process. You will have the opportunity to identify ways to promote Sysnet products and services effectively and provide excellent customer support. Your aim will be to achieve first call resolution by gathering essential information efficiently and effectively during calls, chats, or emails. Handling assertive or complicated calls will require you to respond in a calm, clear, respectful, and helpful manner. Logging each call accurately using the appropriate systems and guidelines is crucial, as well as managing call/chat metrics according to specified goals and Service Level Agreements. Additionally, you may be required to take on extra responsibilities as per the business requirements. To qualify for this role, you must be a minimum graduate or equivalent with at least 1 year of experience in a customer service environment, preferably in a call center setting. Strong communication skills, especially in verbal English, are essential. You should have proven experience in handling customer interactions through live chat platforms and call lines while maintaining response time and quality standards. Attention to detail, multitasking abilities, proficiency in computer and email usage (including MS Office), strong decision-making skills, and problem-solving abilities are necessary. Flexibility in working shifts, adherence to schedules, being a team player with a positive outlook, and a passion for customer support are qualities we value in our team members.,

The Senior GRC Specialist role is crucial for ensuring the organization's risk management processes are thorough and effective business continuity strategies are in place to manage and mitigate operational risks. As a Senior GRC Specialist, you will lead the development and implementation of risk management strategies and frameworks. You will conduct regular risk assessments to identify, evaluate, and prioritize risks in alignment with corporate objectives. Additionally, you will be responsible for conducting and maintaining Business Impact Analysis (BIA) to determine the impact of disruptions on business operations and services. It is essential to ensure that these analyses are regularly updated to reflect changing business conditions. Moreover, you will be developing, implementing, and maintaining comprehensive Business Continuity Planning (BCP) strategies to ensure the timely recovery of operations in case of an incident. Coordinating BCP exercises to validate and refine plans will also be part of your responsibilities. Furthermore, as a Senior GRC Specialist, you will be responsible for ensuring that all risk management and business continuity practices comply with regulatory requirements and industry standards, including ISO 22301, ISO 27001, and other relevant frameworks. You will facilitate training sessions and workshops to enhance awareness and competence in risk management, BIA, and BCP across the organization. In the event of incidents triggering business continuity plans, you will provide expert guidance and support. Analyzing the effectiveness of response strategies and recommending improvements will be crucial to your role. Your responsibilities will also include preparing detailed reports on risk exposure, compliance issues, and business continuity readiness for senior management. Ensuring that all documentation is up-to-date and compliant with legal and regulatory requirements will also be part of your duties. Qualifications for this role include a Bachelor's degree in Risk Management, Business Administration, Information Technology, or a related field; a Master's degree is preferred. Professional certifications such as Certified Risk Manager (CRM), Certified Business Continuity Professional (CBCP), or similar are required. A minimum of 7 years of experience in GRC with a focus on risk management and business continuity planning is necessary. A proven track record of developing and managing BIA and BCP processes in a complex business environment is also essential. Key skills required for this role include excellent analytical and strategic thinking skills, strong project management abilities, leadership skills, in-depth knowledge of risk assessment tools and methodologies, experience with GRC platforms and software, as well as effective communication skills, both written and verbal. We are an Equal Opportunity Employer.,